IT Service Management Skills

IT Service Management

The management of informatics services, including IT, needs to be based on principles, methods and techniquesgeared to  providing value to customers.

Every service, process or infrastructure component has a lifecycle; service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.  When applied across the full service life cycle, IT service management helps bring informatics and business together to support business priorities and improved efficiency and effectiveness.

Healthcare organisations which depend on information and technology to deliver service excellence need a structured approach that enables better governance and helps manage risk when delivering business services and business value.


There are a number of different approaches available to develop and recognise service management skills including university degrees and professional qualifications.

ITIL logo

ITIL® is the most widely accepted approach to informatics and IT service management, providing a cohesive set of best practice, drawn from the public and private sectors internationally.  It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools, and is used by thousands of organisations around the world.


The ITIL Qualifications scheme provides a modular approach to the ITIL®framework, and is comprised of a series of qualifications focused on different aspects of ITIL® Best Practice, to various degrees of depth and detail.

ITIL® is part of the Best Management Practice brand that comprises multiple best practice products now managed by Her Majesty’s Government (HMG) Cabinet Office. The internationally renowned portfolio has been adopted as best practice through high quality training, publications, software tools and consultancy for portfolio, programme, project, risk, value and service management disciplines.


The Health Informatics Career Framework includes example job descriptions and outlines required skills and KSF competencies for IT service management related roles within health and social care. You can map your career, plan your development, and read case studies for how others have developed their careers or staff using the framework.

HMG ITProf-logo

The Government IT Profession embraces ICT professionals who work primarily for the Civil Service and but is also useful for those in Local Government and the wider public sector.

It provides a focus for professional expertise in managing the delivery of large-scale programmes of ICT-enabled change, operational delivery of ICT-enabled services for citizens and business, deploying specialist and technical skills in areas such as information management and security, enterprise architecture, application design, communications, delivering and supporting infrastructure, and building successful relationships with suppliers and system users.